64-year old market vendor lost her 1 million lifetime savings: IsMetrobank liable?

Update: Here's two snapshots of the culprit in the CCTV that Metrobank provided BUT only for viewing this afternoon of August 7 (Friday)

What bank comes to mind when you hear the word, "You're in good hands."

Of course, it's Metrobank.

Tell that to 64-year old grandmother and market vendor Carmen Soriano and she'll be the first one to disagree. For years, she has entrusted her lifetime savings (that eventually reached to 1 million pesos) to the bank's branch in Mabini - Kapasigan, Pasig City which she placed as a joint account time deposit with her 72-years old husband. Last Monday, it vanished like thin air due to what her family considered lapses on the part of one of the tellers.

Read her story based on the narration by one of her relatives to this author:

In the afternoon of 03 August 2015, Lola Carmen was on her way to visit her daughter-in-law and grandchild in Barangay Pinagbuhatan, Pasig City when two ladies riding in a van called her and asked if she can still recognize them. Lola Carmen was firm that it was the first time she ever saw the two but for unexplained reasons, they were able to convinced her to let them in to her house.

Inside the house, the two ladies asked about her savings and she did mention that she had a million in a time deposit in Metrobank - Kapasigan and some cash in her savings account in PS Bank - Shaw Blvd., Pasig City. After their conversation, Lola Carmen found herself inside Metrobank closing her time deposit and withdrawing the 1 million.

To make the story short, the two ladies who are member of budol-budol gang manage to steal the said money from the poor old woman. Not only this, jewelries, P76,000 cash on hand and other belongings were also taken while the culprits stayed in her house. 

Kudos to the people in PS Bank because they did not allow Lola Carmen to withdraw her other account when she was brought their by the two ladies, a few hours after a successful heist in Metrobank. PS Bank said her signature was not matching the one in the bank's file but the real reason could be suspicion on her companions that day.

Now, here are the lapses that the family sees on Metrobank part:

1. Lola Carmen claims that only the teller approved the release of the 1 million. Normally, amount withdrawal like this should be advised a day before. And before closing the account, there's a sort of an exit interview usually conducted by an officer of the bank. This was confirmed by a Metrobank manager of another branch when this author conducted a general inquiry.

2. The account is a joint time deposit and was allowed to be closed/ terminated without even contacting the other signatory of the account.

3. Officers of the bank could have at least check the history of Lola Carmen's account. She only goes to Metrobank to update her account. No withdrawals until that fateful day. Sudden request for termination of a time deposit should have been carefully scrutinized.

4. When the family confronted the manager, they claim that the manager denied knowledge of the transaction.

For the full details of the story, read the screen shots of the conversation between the family member and the author and you decide if Metrobank is liable on this. Well, of course partly to be blamed is Lola Carmen for being trusting but this could have been avoided if the proper bank procedures or protocol were followed.

At this moment, the family of Lola Carmen is requesting for the CCTV footage of the bank that day in the hope to identify the suspects. Sadly, there's little hope of getting the money back from the criminals who preyed on the hard-earned money of a grandmother who for decades sells just about anything in Pasig public market 7 days a week to fulfill their every day and save money for the family's future.